Ministry of Personnel, Public Grievances & Pensions
For the first time the average disposal time of public grievances by Central Ministries & Departments has reduced to 16 days, as recorded in May 2023, says Dr Jitendra Singh
“PM Modi has repeatedly flagged Grievance Redressal is important for accountability of the Government and also for the Citizen-centric Governance”
Dr Jitendra Singh launches Grievance Redressal Assessment and Index  2022
Department of Posts tops the ranking, closely followed by UIDAI in Group A
In Group B, Department of Financial Services  grabs the No.1 rank followed by the Department of Legal Affairs
Department of Land Resources and Department of Pharmaceuticals secured First and Second positions respectively in Group C
Union Minister of State  Science & Technology; MoS PMO, Personnel, Public Grievances, Pensions, Atomic Energy and Space, Dr Jitendra Singh today said that for the first time, the average disposal time of public grievances by Central Ministries & Departments has reduced to 16 days, as recorded in May 2023. The Minister was speaking after launching the Grievance Redressal Assessment and Index  2022 here today.
Dr Jitendra Singh noted with satisfaction that there has been a decline of almost 50% in the average disposal time for Central Ministries/Departments from 32 days in 2021 to 18 days in 2023.
Progress in May, 2023 alone showed 1,16,734 grievances redressed by Central Ministries/ Departments, with an average disposal time of 16 days per grievance. The number of disposed Public Grievance cases has consistently increased, crossing 1 lakh cases per month multiple times.
“The adoption of the 10-Step CPGRAMS reforms resulted in a significant decrease in the average time for grievance disposal. These reforms have enhanced the efficiency, accountability, and accessibility of the grievance redressal process, benefiting citizens and improving public service delivery,” he said.
The Minister said the reforms have also positively impacted the disposal of State Public Grievances cases on the CPGRAMS portal, crossing 50,000 cases per month since September 2022.
Dr Jitendra Singh said, Prime Minister Narendra Modi has flagged again and again that Grievance Redressal is important for accountability of the Government and also for the Citizen-centric Governance. He also called for a more robust human interface mechanism including Counselling post-resolution of the grievance. The Minister called upon the DARPG to devise a proforma for various offices & states to effectively monitor the qualitative and quantitative disposal of grievances.
The Minister also commended the DARPG for making the CPGRAMS portal available in 22 scheduled languages along with English so that the common man could avail of its benefits. He also underlined the need to integrate state portals and other government portals with CPGRAMS and name it more uniformly for seamless accessibility.
During the programme, Dr Jitendra Singh launched the Grievance Redressal Assessment and Index  2022 in the presence of Shri V. Srinivas, Secretary, DARPG and senior officers of the Department, along with nodal officers of Public Grievance of various Ministries/Departments/PSBs/PSEs and State officers.
GRAI 2022 was conceptualised and designed by the Department of Administrative Reforms and Public Grievances , Govt. of India based on the recommendation of Parliamentary Standing Committee of Ministry of Personnel, Public Grievances and Pensions with an objective to present organisation-wise comparative picture and provide valuable insights about strengths and areas of improvement regarding grievance redressal mechanism.
Eighty-nine Central Ministries and Departments were assessed and ranked based on a comprehensive index in the dimensions of  Efficiency,  Feedback,  Domain and  Organisational Commitment and corresponding 12 indicators. To compute the index, data between January and December 2022, was used from the Centralised Public Grievance Redressal and Management System .
As part of GRAI, Ministries and Departments are grouped in three groups based on the number of grievances registered in calendar year 2022 at CPGRAMS viz.,
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Groups
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Registered Grievance Range
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No. of Ministries/Departments
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A
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registered grievances > 10,000
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30
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B
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registered grievances 2,000 to 9,999
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31
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C
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registered grievances < 2,000
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28
Department of Posts, Department of Financial Services  and Department of Land Resources have topped the rankings in Group A, B and C respectively. A detailed list with top three Ministries and Departments in composite and dimension-wise ranking is as follows:
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#
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Rank 1
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Rank 2
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Rank 3
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Group A:
Grievances > 10,000
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Composite
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Department of Posts
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Unique Identification Authority of India
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Ministry of Labour and Employment
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Efficiency
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Ministry of Labour and Employment
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Department of Posts
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Department of Telecommunications
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Feedback
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Unique Identification Authority of India
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Department of Defence Finance
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Department of Defence
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Domain
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Ministry of Cooperation
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Ministry of Home Affairs
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Department of Consumer Affairs
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Organisational Commitment
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Department of Posts
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Unique Identification Authority of India
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Ministry of Cooperation
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Group B:
Grievances 2,000 - 9,999
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Composite
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Department of Financial Services 
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Department of Legal Affairs
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Ministry of Mines
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Efficiency
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Ministry of Panchayati Raj
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Ministry of Mines
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Ministry of Parliamentary Affairs
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Feedback
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Ministry of Coal
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Department of Commerce
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Ministry of Culture
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Domain
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Ministry of Parliamentary Affairs
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NITI Aayog
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Ministry of Skill Development and Entrepreneurship
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Organisational Commitment
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Department of Empowerment of Persons with Disabilities
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Ministry of Panchayati Raj
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Department of Financial Services 
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Group C:
Grievances < 2,000
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Composite
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Department of Land Resources
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Department of Pharmaceutical
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Department of Public Enterprises
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Efficiency
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Ministry of New and Renewable Energy
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Department of Land Resources
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Department of Pharmaceutical
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Feedback
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Ministry of Shipping
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Department of Pharmaceutical
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Department of Fisheries
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Domain
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Ministry of Youth Affairs
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Department of New and Renewable Energy
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Department of Biotechnology
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Organisational Commitment
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Department of Youth Affairs
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Department of Atomic Energy
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Department of Land Resources
Out of the total 12.87 lakh grievances received during 2022 at CPGRAMS, about 75% have been resolved within the prescribed timeline of 30 days by the Ministries and Departments with Ministry of Parliamentary Affairs performing the best in this indicator.
Department of Food and Public Distribution, Ministry of Food Processing Industries, Ministry of Parliamentary Affairs, Department of Financial Services  and Department of Expenditure have reported average grievance resolution time of seven  days or less.
Out of the total 89 Ministries and Departments, 22 Ministries and Departments have resolved 100% grievance related to “Corruption”. And, for another 55 Ministries and Departments, the redressal of “Corruption” related grievances ranged between 90 to 99.99%.
About 19% of the resolved grievances have received feedback as ‘Excellent” and “Very Good” out of the total calls made by a dedicated call centre established by the DARPG, Govt. of India.
Out of the total 89 Ministries and Departments, 26 Ministries and Departments have resolved 100% grievance categorised as “Urgent”. And, for another 29 Ministries and Departments, the redressal for “Urgent” grievances ranged between 90 to 99.99%.
GRAI assessment concludes with the advisory to Ministries and Departments to fully use CPGRAMS with various features deployed as part of CPGRAMS Version 7.0. Also, Ministries and Departments are advised to identify and deploy adequate number of Grievance Redressal Officers at different levels who are well conversant and trained in resolving the grievances registered. This ensures all the Ministries and Departments in resolving higher number of grievances within the stipulated time while reducing average resolution time.
In the GRAI 2022 report released by DARPG, detailed Root-Cause Analysis has been included with specific inputs on areas of further improvement. This report presents a two-dimensional  analysis of the root causes of performance of each Ministries and Departments in an easily discernible colour coded analysis. The report also presents brief description of other technical partners DARPG has engaged to facilitate the Ministries and Departments to optimally utilize CPGRAMS as a means of effective grievance redressal media. Optimizing emerging technologies such as Artificial Intelligence  and Machine Learning  tools/techniques are identified as a way forward including identifying grievance prone areas & analysis.
Full report of Grievance Redressal Assessment and Index  2022 is available at DAPRG website: darpg.gov.in/documents&reports.